How to calculate your Net Promoter Score
Net Promoter Score (NPS) is a measure of customer loyalty. It is based on one question: how likely is it that you would recommend this company, product or service to a friend or colleague? Respondents answer on a scale from 0 (not at all likely) to 10 (extremely likely).
The calculation, step by step
- Count the promoters (9 or 10), the passives (7 or 8) and the detractors (0 to 6).
- Divide the promoters and the detractors by the total number of responses to get two percentages.
- Subtract the percentage of detractors from the percentage of promoters.
Example: out of 100 responses, 60 are promoters, 25 are passives and 15 are detractors. That is 60% promoters and 15% detractors, so the NPS is 60 − 15 = +45. The score is always reported as a whole number between −100 and +100, never as a percentage.
What is a good NPS?
Any score above 0 means you have more promoters than detractors. Scores above 30 are generally seen as strong and scores above 70 as exceptional. What counts as good differs a lot between industries and countries, so the most useful comparison is your own score over time and, where you can get it, a benchmark for your own sector.
About the benchmark in this calculator
The calculator compares your result with a reference score of +32. This is a general cross-industry reference point, not a target for your specific market.
How many responses do I need?
NPS swings widely when it is based on a small number of responses: with 20 responses, one person changing their mind moves the score by up to 10 points. Use the sample size calculator to check how many responses you need before you draw conclusions.
NPS and CSAT: what is the difference?
NPS measures the overall relationship with your organisation and how likely people are to recommend you. CSAT measures satisfaction with one specific moment, such as a purchase or a support conversation. Many organisations track both.
